alina bank presentation

8/7/2019 alina bank presentation

1/26

Presented To:Mr.Noshad Minhas

Presented To:Mr.Noshad Minhas

Presented By:Alina Chaudary

Banking


2/26

Customer service &

quality


3/26

Objective

Understand the importance of customer &Customerservices Identify internal & external Customer Customerservices is to create win-win

strategy. Understand & create customer Delight Practice complaint handling skill Tips to practice & demonstrate good

customerservices


4/26

Who are Customer?

The most important person for any business. Isnotdependenton us. We aredependent

on them. Is partof ourbusinessnot anoutsider. Does us a favor when they come in. we are

notdoing them a favorby serving them. Isnot an interruptionof our work, but the

purposeof it.

Customer is as important fororganization asblood in humanbody.


5/26

Who are customers?

A customer isnotjust money in the cashregister. They are humanbeings with feelings& deserve tobe treated with respect.

Is a person who comes to us with theirneedsand wants. It isourjob to fill them.

Deserves the most courteous attention wecan give them. They are lifeblood of every

business.


6/26

Facts about customers

The customer is the business biggest asset. The customer pays all our salaries wages andbonuses.

The customer will go where he/she receives thebest attention.

There is no profit, no growth, no jobs without thecustomer.

Hence you mustbe your customersbestchoice!


7/26

Facts about customer

A typical dissatisfied customer will tell about8-10 people about their problem.

7 out of 10 complaining customer will do

business with you gain if you resolve thecomplaints in their favor.

If you resolve a complaint on the spot, 95% willdo business again.


8/26

What qualities are importanttoour customer

Accuracy

Friendliness

Timeliness

Efficiency

Courtesy

Honesty


9/26

Customer Service

Any or all interactions which the customerhas withyourorganization while conducting business

It is ability to provide a serviceor product in theway it hasbeen promised

It is all about treating customers with respect,individuality, and personal attention

Its mean to create win-win Situation.


10/26

Customer Service Guest

G _ Greet the customer U _ Understand Customer Need

E _ Explain features & Benefits

S _ Suggest additional items

T _ Thank the customer


11/26

Types of Customer

Internal Customer

External Customer


12/26

Internal Customer

An individual or group of people Youmay interact/ serve within theOrganization.

For example:Office staff

Our Manager/Supervisor

Our peers & employees


13/26

External Customer

Someone who comes to your organizationfor product or services the endcustomer.

These customers depend on the timelines,quality, and accuracy of yourorganizations work.


14/26

CUSTOMER DELIGHT

The Bridge to Our Customers


15/26

Customer DelightExceeding customers expectations isdelighting customer

The customerreacts with a WOW inreturn for the product/service

Every interaction with the customer has an

opportunity to createdelight

The challenge is to consistentlymaintain thedelight factor


16/26

Differentsectors use

Customerservices Banks

Telecom sector

private companies

Multinational companies


17/26

Banking customerservices

Every bank uses customer services tobecome delight their customer in this way:

1. Customer service desk

2. Communication on the telephone3. Net Banking or SMS service

In the Bank most important thing is listen morecustomers to satisfy them. Customers isalways right.


18/26

HE/Sheshouldbe awareof the customersneeds and

expectations, andstrive to avoid communicationbarriers.

Properly Greet the customer & show empathy

Listen and provide feedback

Use appropriate verbal andnon verbal behavior

Identify customerRequirements

Use Active listening method

A- Attentive to the customerC- concentrationon the issue, not the personT- Target key pointsI- investigate with questionsV- Verify customersneed

E- Energies yourresponse

CustomerserviceRepresentative


19/26

BM

Customerservicesdesk officer

Customer relation officer hired BY

HRdepartmentat Branch Level


20/26

Communicationon theTelephone

Good voiceskills areessential foreffective telephoneusers

Representativeshouldbe: Answer the telephone courteously

Greet the customer by saying Good morning; Goodafternoon; Good evening, immediately after this greeting,give organization name n representative should give his/hername.

Listen carefully customer enquiry Find the information & deliver it properly

Sound interested in the customers need Explain how the organization can help to satisfy the need Conclude courteously


21/26

Services & quality check inBank

Thisdepartment monitor theperformance of operationdepartmentsemployeeson monthly orrandomly bases.

Branch Manager takesreports from customerservicedesk officer & guide his/herjobresponsibility to

delight customer. Customerserviceoperatoron telephone in whichQuality department assess the Call performanceofeach operator and these call canberecorded tojudge their performance

Banksorganize training session for theserepresentatives & operators.


22/26

Ask Technique &CustomerRequired

Banks can improve Customer services byuses of this technique

A- 70% attitude

S- 20%skillsK- 10% knowledge

Customer Required Two important things

ImportanceAttention


23/26

Different Customers &

Handling them Angry Customer

Demanding Customer

Passive Customer


24/26

ComplaintHandling Appreciate/Thank the customer forsharing the complaint

Apologize for theerror / mistake / inconvenience Listen actively andnod from time to timeshowing interest

Show Empathy Put yourself in the customers place

Resolve, if it is within your control. If not, bring it to thenoticeof yoursupervisors

If notsolved immediately, takedown the customersdetails(name, telephonenumber, address) to contact with thesolution

Do follow up till the customer issatisfied

REMEMBER: Dont take customers complaints

personally


25/26

Tips for Good CustomerService

Smile Make yourself presentable/well groomed Greeteach customer as he/sheenters yourservice area Make aneye contact whenspeaking to customers

Be a good listener andshow interest in what the customerissaying Dont chat with otherstaff when customers are around Make customers feel important & appreciated Identify & anticipateneeds

Apologize whensomething goes wrong Use positive verbal & body language


26/26

Thank You

alina bank presentation

Documents